FestivalPlay Casino - Player's account has been improperly handled.

Self excluded from this company. They sent me text messages with link to open another account. I deposited €871 & contacted them to close the account as it should never been opened & my information blocked from promotions on there sites. Then emailed same messages & nobody replied. More than 24 hours I was able to continue depositing so again I go to live chat to again be told to email if I want to self exclude. I told them I had a gambling problem but was told they couldn’t do anything unless I emailed. It was only when I said I was suicidal that they closed the account which I find disgusting behaviour as they knew the issue but blatantly ignored it

Dear milltree18,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please specify when exactly you registered at FestivalPlay Casino for the first time? When exactly was your account closed?

Would you be so kind as to forward me the account closure requests you sent to the casino along with the casino's responses? You can send them to me at veronika.f@casino.guru.

Am I correct in understanding that you created a new (second) account at this casino?

Thank you in advance for your cooperation.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hi the first account was opened on August 27th 2024 & closed a few days later. This was done through live chat to which I never received confirmation. Then I was sent a text message with a link to open an account. I will forward you the emails have sent them over the last 3 days & screenshots of the chat.

Thank you for your emails.

Unfortunately, since we do not have any evidence confirming that your first account was closed due to gambling-related problems, we are unable to assist you with retrieving your lost deposits.

Moreover, based on the information available, it appears that the casino closed your account within three days of receiving your request. Please note that in most cases, self-exclusion requests are handled manually by the relevant departments. This process may take some time to ensure that such requests are dealt with properly and with the necessary care.

From our perspective, FestivalPlay Casino acted within a reasonable timeframe by restricting access to your account shortly after your request. Therefore, the casino cannot be held responsible for the deposits made while your request was still being processed.

Given these circumstances, I regret to inform you that you are not eligible for a refund of these deposits, and I must consider your complaint unjustified.

Thank you for your understanding.

Best regards,

Veronika